No Feedback

My mother passed away September 2019 and we have not yet received any pay outs of her pension. Last year December I tried to get in contact with someone from their offices but I was transferred from one person to another. At first I was told I need to speak to Vhonani, she never picked up the phone and next thing my emails return as she was out of office. Karien was the next person to assist, after a week without feedback from her I asked her to let me know what is the progress as she said she would follow up. On Monday she forwarded the email to Roelof who has not given any feedback as well. Why is this taking so long? My mom's employer had submitted the required documents on our behalf, they couldn't help us any further hence I decided to contact Sanlam directly but that doesn't seem fruitful either.